Vice President, Consulting Delivery - IT Service Desk
Gratitude Inc
Vice President, Consulting Delivery – IT Service Desk
Location: Taguig
Work Setup: Onsite
Schedule: Mid Shift
Foreign Nationals Welcome – Work visa processing and relocation assistance available
We are seeking an accomplished VP / Executive IT Service Desk Leader to drive strategy, global service delivery, client relationships, operational excellence, and business performance across large-scale IT Service Desk operations .
NON-NEGOTIABLE QUALIFICATIONS
Bachelor's degree in IT, Computer Science, Engineering, Business , or related field.
10+ years of progressive leadership experience in large-scale IT Service Desk / IT Service Management operations.
Previous VP, Executive Director, or equivalent senior leadership experience.
Proven leadership of 500+ FTEs , preferably across multiple sites, geographies, or global delivery centers.
Strong experience in global IT services / Service Desk organizations , preferably within a large multinational environment.
Deep expertise in ITIL, IT Service Management (ITSM), Service Delivery, SLA/KPI Management, Operational Excellence, and Strategic Planning .
Strong executive-level client, stakeholder, and people leadership experience.
Demonstrated ability to manage complex, multi-geography service operations and drive measurable business outcomes.
KEY RESPONSIBILITIES
Strategic & Service Delivery Leadership
Define and execute strategic direction for large-scale IT Service Desk and ITSM operations .
Lead service delivery to achieve SLA, KPI, quality, productivity, revenue, cost, and profitability targets .
Drive continuous improvement, service-level optimization, operational excellence, and scalable delivery models.
Client & Business Leadership
Build trusted relationships with global clients, senior executives, and key stakeholders .
Lead strategic client engagements and ensure high levels of client satisfaction and service performance .
Identify opportunities to strengthen partnerships, expand services, and support business growth.
People & Organizational Leadership
Lead, develop, and empower a 500+ FTE organization through strong leadership teams.
Drive recruitment, succession planning, career development, and capability building.
Develop future leaders and ensure workforce capabilities align with evolving client and market needs.
Financial & Operational Management
Oversee budget, revenue, cost, and profitability for the service delivery organization.
Use operational and financial analytics to identify risks, trends, and improvement opportunities.
Lead strategic and operational planning across multiple delivery environments.
IDEAL PROFILE
VP IT Service Desk | VP IT Operations | VP Service Delivery | IT Service Management Executive | Global Service Desk Director | IT Operations Director | ITSM Executive
Strong executive presence, strategic thinking, analytical ability, stakeholder management, presentation, communication, negotiation, and organizational leadership are essential.
Preferred: Global/multi-site IT Service Desk experience, ITIL/ITSM certifications, large multinational IT services/BPO experience, and exposure to data visualization and analytics tools .
PRE-SCREENING QUESTIONS
How many years of progressive leadership experience do you have in IT Service Desk / ITSM operations ?
Have you held a VP or equivalent executive-level position with accountability for IT Service Desk/service delivery operations?
What is the largest workforce (FTEs) you have managed directly or indirectly?
How many sites/geographies or global delivery centers have you managed?
What is your experience with ITIL, SLA/KPI management, operational excellence, and service delivery ?
Have you managed global clients and executive stakeholders ?
Are you willing to work onsite in Taguig on a mid-shift schedule ?
Last Drawn Salary:
Salary Expectation:
Notice Period/Availability:
Current Location/Nationality: (for visa and relocation assessment)
Ready to lead a global-scale IT Service Desk organization? Apply now with your updated CV!
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